Over the course of the past few months, thanks to your feedback, we have made numerous changes and improvements to our support processes.

The first area of focus was people and process.  As many of you know, the policy at QX was to have all support calls route directly to voicemail, which was then checked by the staff and handled in the order they came in.  On average, calls were typically returned within approximately 3 hours of the initial call request.  This led to frustration on your part and inefficiency on ours.

To improve our performance in this area, we have done several things.  First, we have recently completed an intensive cross training initiative within our Level 1 and Level 2 support staff, to ensure that your questions can be answered in as prompt a fashion as possible.   Second, we revised many of our internal procedures for how calls are received, routed and resolved.  Third, communication channels between all levels of staff have been enhanced, ensuring that issues that cannot be resolved right away are elevated to the appropriate team quickly and that updates to the status are shared proactively.

Through these efforts, we now answer the phone any time staff are not on a call with customers, rather than let all calls go to voicemail.  The results have been very encouraging!  Approximately 75% of calls are now answered directly by a support rep and the client receives assistance right away (up from 0%).  Because of the cross training, over 35% of the time an associate answers the call, they are able to resolve it before hanging up with the client (up from 0%).  Finally, in cases where all support reps are already on the phone, calls that do go to voicemail are returned within approximately 1 hour (down from over 3 hours). 
 
The second area of focus was documentation.  We’ve spent a great deal of time improving and updating our technical articles, troubleshooting trees and other documentation.  Our goal is to not only update the information already on the sites, but to also add additional content based on your most common questions.   If you have any suggestions for either new technical articles or troubleshooting trees, please email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .   We would love to hear your feedback!
 
We're very excited about these improvements and appreciate the input and insights all of our valued clients have provided along the way.  Thank you all for your continued support and use of QXpress software.  We look forward to continuing on this positive path forward!